대화형 시스템의 처리 불가능 메시지에 대한 사용자의 반응: 인간과 컴퓨터 상호작용 연구

Abstract

The present research examines users’ various and sequential understanding of a non-processing message “There is no schedule that meets the condition” by a voice dialogue system. While prior HCI research on Korean voice dialogue systems focuses on recognizing users’ intentions better but pays little attention to how users understand system’s messages sequentially. The lopsided take results from a deficient orientation to user-repairs for a communication breaks down. Therefore, the paper tries to add an interpretative value on different and sequential user-repair according to their understanding of the non-processing message. The finding of 7 dialogues between the system and users shows that the users interpret its negative response differently and sequentially from non-repairable to repairable. The different interpretations result from attributing its communicative failure to a system’s poor recognition of users’ whole speech or of their certain word or phrase. These attributions are utilized through users’ distinctive and contingent choices of user-repair, leading to their employment of different strategies such as “recipient design.” The present study aims to appeal for a need of conversation analysis as a tool for analyzing human-computer interaction.